TrustBasket Vendor — Terms & Conditions

TrustBasket Vendor is the merchant-facing application of the TrustBasket marketplace platform. As a laundry vendor, the App enables you to:

• Register and verify your laundry business on the TrustBasket platform;
• List laundry services and pricing (e.g., washing, dry cleaning, ironing, folding, per-item or per-load services);
• Receive, accept, reject, and fulfil customer laundry orders;
• Manage business information, opening hours, and availability;
• Receive earnings, tips, and refunds into a vendor wallet and withdraw funds to a verified Nigerian bank account;
• Invite and manage team members.

TrustBasket operates primarily in the Federal Republic of Nigeria, and all monetary amounts on the platform are denominated in Nigerian Naira (₦/NGN) unless otherwise stated.

To use the App, you must:

• Be at least 18 years old and legally capable of entering into binding contracts under Nigerian law;
• Operate, own, or be authorised to act on behalf of a legitimate laundry or garment-care business;
• Provide accurate, current, and complete information during registration and onboarding, and keep it updated;
• Not have been previously suspended or removed from the TrustBasket platform.

If you use the App on behalf of a business entity, you represent that you have the authority to bind that entity to these Terms, and “you” refers to both you and that entity.

• You must register with a valid name, email address, password, and business name.
• You are responsible for maintaining the confidentiality of your login credentials, one-time passcodes (OTPs), and your withdrawal/transaction PIN. All activity carried out through your account is your responsibility.
• You must notify us immediately if you suspect unauthorised access to your account.
• You may not share, sell, or transfer your account to any third party.
• We may suspend or terminate accounts that provide false information, remain incomplete, or breach these Terms.

• Before offering laundry services on the platform, you must complete our onboarding process, which includes providing:

  • Business information (business name, address, city, phone number, and email);
  • Verification documents, including your CAC business number or any other business license number, proof of business address, and business logo;
  • Bank and payout details, including your bank name, account number, and account name for account verification.
• We may approve, reject, or request re-submission of your documents at our discretion. Approval of a vendor account does not constitute an endorsement of your business.
• You warrant that all documents and details submitted are genuine, valid, and belong to you or the business you are authorised to represent. Submitting forged or fraudulent documents is grounds for immediate termination and may be reported to relevant authorities.
• We may carry out additional verification checks at any time, including re-verification of bank details and business documents.

• You are solely responsible for the accuracy of every laundry service you list, including service names, descriptions, images, prices, turnaround times, and availability.
• Your listings must clearly state what is included in each service (e.g., wash only, wash & iron, dry cleaning, folding, per-item vs. per-kilogram pricing) so customers can make informed choices.
• You must not misrepresent your capabilities — for example, advertising dry cleaning if you do not operate or have access to dry-cleaning equipment, or advertising same-day service you cannot reliably deliver.
• You grant TrustBasket a non-exclusive, royalty-free, worldwide licence to use, display, reproduce, and distribute the content you upload (including service images and your business logo) for the purpose of operating, marketing, and promoting the platform.
• We may remove, edit, or unpublish any listing that we reasonably believe violates these Terms or applicable law, without prior notice.

As a laundry vendor, you specifically agree that you will:

• Handle customer items with professional care: Customer garments and other items in your custody remain the customer's property at all times. You are the bailee of those items from collection or drop-off until return.
• Follow care labels and instructions: You must inspect items on receipt and process them in line with garment care labels and any special instructions attached to the order. If an item cannot be safely processed as requested, you must decline or flag it before processing.
• Keep items identifiable and separate: You must maintain a reliable tagging or labelling system so customer items are not lost, swapped, or mixed with other customers' orders.
• Check items before processing: You are expected to check pockets and flag valuables, damage, stains, or defects present at intake. Pre-existing damage should be noted before processing to avoid disputes.
• Use appropriate products and equipment: Detergents, chemicals, and machines used must be suitable for the items being processed and safe for human use.
• Not withhold customer items as leverage in a dispute with TrustBasket: Disputes must be raised through the platform.

• When a customer places an order, you may accept or reject it within the App. If you reject an order, you may be required to provide a reason.
• Once you accept an order, you are obligated to complete the laundry service to a professional standard and within the stated turnaround time.
• You must keep your availability status, opening hours, and service capacity accurate. Repeated rejection or non-fulfilment of accepted orders may result in penalties, reduced visibility, or suspension.
• Where an order is collected by a dispatch rider or the customer, you must verify the pickup code presented before releasing the items. Releasing customer garments without valid pickup-code verification is at your own risk.
• Items must be returned clean, complete, and appropriately packaged to protect them in transit.
• Scheduled orders: Customers may place orders scheduled for processing at a later time. When you accept a scheduled order, the App will send you reminders 1 hour, 30 minutes, and 15 minutes before the scheduled processing time, and you must begin processing the order at that time.
• Late-processing fee: If you delay the processing of an accepted scheduled order beyond its scheduled processing time, you may be charged a late-processing fee of 20% of the order value, capped at ₦1,000 (one thousand Naira) per order. This fee may be deducted from your wallet or future earnings. Repeated delays may additionally result in penalties, reduced visibility, or suspension as described elsewhere in these Terms.

• You are responsible for customer items in your custody. Where an item is lost, damaged, discoloured, shrunk, or swapped due to your handling, you are liable to the customer for repair, replacement, or compensation in line with TrustBasket's dispute resolution outcome.
• Compensation payable to a customer arising from your error may be deducted from your wallet balance or future earnings.
• You will not be liable for damage caused solely by an inherent defect in the item (e.g., pre-existing weak seams, colour-bleed inherent to the fabric) provided you processed the item in accordance with its care label and flagged visible pre-existing issues at intake.
• Refunds and order disputes are handled in accordance with TrustBasket's platform policies, and you agree to cooperate with any dispute investigation, including providing intake records and photos where available.

• Customer payments are collected and processed by TrustBasket and/or its licensed third-party payment processors. Your earnings, tips, refunds, and adjustments are credited to your in-app vendor wallet.
• Wallet balances are paid out to your verified bank account on the platform's payout schedule (currently automated payouts twice daily where a balance exists), and you may also request withdrawals in-app. Payout timing may vary due to bank processing times, weekends, public holidays, or technical issues.
• Withdrawals are protected by your transaction PIN. You are responsible for keeping this PIN confidential.
• Service fee: TrustBasket charges a service fee of 8.5% of the value of each sale made through the platform. This fee is deducted before earnings are credited to your wallet. We may also charge additional commissions or transaction fees; applicable rates will be communicated to you and may be updated from time to time with reasonable notice.
• You are solely responsible for your own tax obligations, including income tax, VAT, and any other levies arising from your sales. TrustBasket may withhold or remit amounts where required to do so by law.

• You may invite team members (e.g., admin, staff, customer support, dispatch roles) to help manage your vendor account.
• You are responsible for all actions taken by your team members within your vendor account, and for ensuring they comply with these Terms and handle customer items with the same standard of care required of you.
• You must only invite individuals whose personal details (name, email, phone number) you are authorised to share, and you must remove team members promptly when they leave your business.

You must not:

• Provide false, misleading, or fraudulent information at any point;
• Manipulate prices, orders, reviews, or ratings;
• Process payments outside the platform for orders originating on the platform in order to avoid fees;
• Withhold, use, wear, sell, or pawn customer items in your custody;
• Use the App to send spam or unsolicited communications;
• Interfere with, disrupt, reverse-engineer, or attempt to gain unauthorised access to the App, its servers, or other users' accounts;
• Use the platform for money laundering, terrorist financing, or any unlawful purpose;
• Upload malicious code or content that is unlawful, defamatory, obscene, or infringing.

Customers may rate and review your business. Reviews reflect customers' opinions, not TrustBasket's. We do not guarantee the removal of negative reviews, but we may remove content that violates our policies.

• The App, including its design, logos, trademarks, text, graphics, and software, is owned by or licensed to TrustBasket and is protected by applicable intellectual property laws.
• Except for the limited right to use the App for your business as a vendor, no rights are granted to you in the App or the TrustBasket brand.
• You retain ownership of the content you upload, subject to the licence granted in Section 5.

• You may stop using the App and request closure of your account at any time. Outstanding orders, customer items in your custody, disputes, and wallet settlements must be resolved before closure.
• We may suspend or terminate your account, with prior notice, if:

  • You breach these Terms or applicable law;
  • Your KYC verification fails or documents are found to be invalid;
  • We receive repeated substantiated complaints of lost or damaged customer items;
  • We reasonably suspect fraud or abuse;
  • Required by law, regulation, or a competent authority.
• Upon termination, your right to use the App ceases immediately, and you must promptly return any customer items still in your custody. Provisions relating to payments owed, liability, indemnity, intellectual property, and dispute resolution survive termination.
• Legitimate wallet balances remaining after termination will be paid out to your verified bank account after deduction of any amounts owed to TrustBasket, unless withheld due to ongoing investigation or legal requirement.

• The App is provided on an “as is” and “as available” basis. We do not warrant that the App will be uninterrupted, error-free, or free from harmful components.
• TrustBasket is a platform connecting vendors with customers. We are not the provider of your laundry services, and we do not guarantee any volume of orders, sales, or earnings.
• To the maximum extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

To the maximum extent permitted by Nigerian law:

• TrustBasket shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, goodwill, or data, arising out of your negligence.
• TrustBasket is not liable to you for loss of or damage to customer items — responsibility for items in your custody rests with you.
• Our total aggregate liability to you for any claims arising under these Terms shall not exceed the total fees earned by TrustBasket from your transactions in the three (3) months preceding the event giving rise to the claim.
• Nothing in these Terms excludes liability that cannot be excluded under applicable law, including liability for fraud.

You agree to indemnify and hold harmless TrustBasket, its officers, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from: (a) your breach of these Terms; (b) your services or content, including loss of or damage to customer items; (c) your violation of any law or third-party right; or (d) actions of your team members.

• We may modify, update, or discontinue features of the App at any time. The App may receive automatic over-the-air updates.
• We may amend these Terms from time to time. Material changes will be communicated through the App, email, or push notification. Your continued use of the App after changes take effect constitutes acceptance of the updated Terms.

By using the App, you consent to receive service communications from us electronically, including push notifications, emails, and in-app messages relating to orders, payouts, verification, and platform updates. You can manage push notification preferences in your device settings.

Our collection and use of your personal data is described in our Privacy Policy, which forms part of these Terms.

• These Terms are governed by the laws of the Federal Republic of Nigeria.
• We encourage you to contact our support team first to resolve any dispute amicably.
• Any dispute not resolved amicably within thirty (30) days shall be referred to arbitration in Nigeria in accordance with the Arbitration and Mediation Act 2023, before a sole arbitrator, with the seat of arbitration in Nigeria and proceedings conducted in English. Either party may seek urgent injunctive relief from a court of competent jurisdiction in Nigeria.

• Severability: If any provision of these Terms is held invalid, the remaining provisions remain in full force.
• No waiver: Our failure to enforce any right is not a waiver of that right.
• Assignment: You may not assign these Terms without our written consent. We may assign our rights and obligations to an affiliate or successor.
• Entire agreement: These Terms, together with the Privacy Policy and any platform policies referenced in them, constitute the entire agreement between you and TrustBasket regarding the App.

For questions about these Terms, contact us at:

• Email: support@trustbasket.co
• Website: https://trustbasket.co